Across
- 4. Find the article that outlines policies and business rules for the Spectrum TV App.
- 6. Which article helps you determine whether you Keep or Transfer a call request type?
- 8. Find the article that helps you quickly search for non-Spectrum equipment the customer has in-home to assist with questions and troubleshooting.
- 9. Find the article used to quickly search a table for equipment the customer has in-home to assist with questions and troubleshooting.
- 12. Find the article that explains how to handle calls in a uniform manner.
- 13. Find the article that outlines how to use Scope.
Down
- 1. Which article explains the process of communicating and identifying specific types of service interruptions, impairments and outages, using various tools and systems?
- 2. Find the article that provides the steps for scheduling, rescheduling & cancelling trouble calls (aka service appointments)
- 3. Find the article that shows you how to use Agent OS.
- 5. Find the article that explains non-pay timelines, dunning groups, collections, processes, etc.
- 7. Find the article that outlines how to secure the account at the level necessary to support the customer's stated need.
- 9. Which article helps you compose helpful statements when assisting customer?
- 10. Find the article that helps you determine the support parameters when assisting customers with an issue.
- 11. Which article provides information on how to gain access to a customer's modem and router.